Lone Star Texas Grill — Restaurant in Ottawa

I stayed next door for work and a coworker, and I went here to eat. We arrived and found two toilets clogged, and the restaurant smelled like a toilet. When we first sat down, the server greeted us kindly and asked us for a drink. we ordered an appetizer that never seemed to arrive. The server came back and apologized and then came back shortly to deliver cold jalapeño poppers. Barely cooked and still cold like they came from the fridge. When he came to check, we informed him they were cold, and he apologized and had them removed from our bill. We ordered our dinner and had another drink. Part way through our meal, another server came over and started talking to us like he was serving us. No hand over from the previous server or anything. We finished our meal and our drinks. The other server checked on us, and for the moment, we were fine. 30 - 40 min passed, and no one checked on us offered us anything else, not even our bill. We sat there with no drinks or food and no service. We tried to make eye contact and watched as other servers ate food behind the bar, and we were completely ignored. So we began to walk out to see if they would notice, and the bartender chased us out, accusing us of running out without paying. We laughed and said we had no intention of not paying just trying to get their attention. We explained that we had waited there for over 30 minutes with no service, and he said he was getting the manager for us, which we were gladly appreciative of. We explained to her that we had been waiting for sometime 30 plus minutes for our server to come over only to discover that our original server had left for the night with no warning and the other guy was now our server and that they were both serving us. In 15 years of working in food service, I have never seen such a poor attention to detail. Service that lacks communication with the customer and an inability to manage people or be customer service oriented. The manager believed her staff over our account of what happened claimed she would discount our food and then had the audacity to charge us the full price for our meal. The poppers were removed, and she had no empathy or regard for the lack of service we received. I mentioned the filthy bathrooms, and she said they couldn't get anyone to fix it over the weekend, and they would come tomorrow. All kinds of excuses. I explained that we didn't even know who or where our server was gone to, and she said that we were being served by two people all night. DONT EAT HERE!!! If you do, you may have the pleasure of bad service, cold food, and the atmosphere...

went here for dinner with my dad a few weeks back. We came in around 6/630 sat down ordered drinks checked out the menus and decided what food we’d like to order , placed all order everything was good ( this happened all in about 20 min from when we sat down) after placing our food order the waitress told us that she was being sent on break but a new waitress would take over our table ; not a problem we thanked her for her service . we then started talking and didn’t realize how long it had been till the chips on the table ran out , a brief glance at the time and we realized it had been about an hour since we placed our food order , we then were also aware to everyone around us who had come in after us were eating their main food . Slightly confused we didn’t know what to do , 10 minutes go by and a waitress comes up and says that she saw us sitting here for the past while and she was confused as to why our food had not come out yet so she decided to check on the kitchen and realized our order had been placed on the ordering device but not actually sent to the kitchen . She apologized maybe 100 times and told us our food was just going to be a little longer, when our food came she apologized again multiple times as did two other workers and you could tell they were genuinely sorry this had happened . After we ate our original waitress returned and proceeded to apologize herself a few hundred times , we told them all no problem at all it happens and we just appreciate the fact they came up to us and told us the truth instead of trying to avoid us and not let us in on what was happening . At the end of the meal they let us know the entire bill was on them , everything from drinks to entrees . I think this lone star deserves more then 5 stars , the staff was wonderful from the minute we sat down and when this less then ideal situation happened they handled it with such grace and confidence and kindness . Amazing food AMAZING STAFF amazing atmosphere , service like this can be rare these days but I am glad to see that some places like LoneStar are able to have the quality of food with the Quality or service . Tldr; went for dinner an unexpected situation happened and lone star handled the whole thing...

Arrived early afternoon, the person greeting and showing people to seats must have been having a bad day, as she could not be bothered to smile or acknowledge us with any type of customer service what so ever. We got to our seat and waited around 10 minutes for a server to come to the table. We were two of four people in that section. I ordered the Texas Chicken burger and requested no Jalapeno relish on it. The burger came and looked great to bad the taste was not the same. The first bite was good then the second bite i got a mouth full of something extremely hot and spicy. I asked the server if by chance the relish had gotten on it by accident, and was assured it had not. I asked what the hot spicy item was and the server just could not believe i did not know what Texas Butter is, everyone knows what Texas butter is especially the regulars of that location. She offered if i wanted to wait another 15 minutes i could get something else to eat. No thanks i had already been there 45 minutes. She took the dish away, then a person in a white shirt came to the table to make the exact same offer or i could have a free desert. when i declined i was offered the fries to be returned to my table that was taken away with the burger. as i could not eat the item it was removed from my bill as it should have been. When i asked for the check so we could leave the server came to the table and asked if i would like one or two bills, sorry but two bills for what my meal was not eaten and taken away and told by the manger, supervisor it would be removed from my bill, when i questioned why i would be getting a bill for a meal i could not eat, the server looked at me like i was stupid and i then asked if they started charging for the glass of water i had. I paid for the one meal that the person i was with could eat and left. I have never not tipped a server in my life, i left no tip for this person as the service was so bad i cannot find a word to describe it. This will be the first and last time i patron...